Complaints

This profile includes complaints for Marcus by Goldman Sachs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Marcus by Goldman Sachs

  11850 S Election Rd Draper, UT 84020-6887

  
• 

  Marcus by Goldman Sachs

  PO Box 45400 Salt Lake City, UT 84145-0400

  
• 

  Marcus by Goldman Sachs

  PO Box 1978 Cranberry Twp, PA 16066-0978

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marcus by Goldman Sachs refuses to allow me the account holder to withdraw my funds from my online savings account. I have spoken with 15 Different customer service representatives for the past 8 weeks I answer all of the security questions pertaining to my account, information only I would know and they claim that they cannot or choose not remove the restriction from my account. I have tried in vain to tranfer my funds from this online savings account in the amount of ***** dollars. Marcus by Goldman sachs claim they cannot ID me. But I tried a small experiment I transfered 1.00 dollar from the external account that I use to make transfers and it marcus excepted the transfer into my online savings account with them so much for not being able to ID me why would they except funds transfers from me if they are unable to ID me. I am requesting the assitance from the bbb because I have read other complaints about individuals not being able to withdraw funds from their accounts. I hope you are able assit me in obtaining my funds from this banking institution when I receive my funds from marcus I will Dutifully be closing my account. I would like to thank you for reading all of this content but this has been very difficult me.

  Business Response

  Date: 08/15/2024

  BBB Response ***************
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on August 9, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************** (the "Customer) related to accessing their ************** Account (OSA).
  On June 14, 2024, the Customer contacted the Bank requesting to update their personal information. However, the Bank identified security concerns regarding the Customers identity and restricted the Customers OSA. On June 18, 2024, the Customer contacted the Bank regarding their account access,but the security concerns remained. Unfortunately,due to an inadvertent error, the Customer experienced a delay in regaining access to their account.
  On August 13, 2024, the Customer contacted the Bank to resolve the security concerns and a Bank specialist verified the Customer using alternate methods. Subsequently, the Bank specialist restored the Customers online banking access. In addition, the Customer requested an outgoing transfer request from their OSA to a linked account, which the Bank successfully processed.
  The following day, the Bank attempted unsuccessfully to contact the Customer to assist with account closure. The Bank requests the Customer to contact the Bank toll-free at ************** ****************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET to further assist.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:08/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ***/*****,I recently reviewed my credit report and found errors. I am writing to dispute the following account information as I am a victim of identity theft. I have already filed a complaint with IdentityTheft.gov regarding this matter. Enclosed are copies of my identity theft report and other relevant documents.The account listed below does not belong to me and is inaccurately reported on my credit report:Creditor Name:APPLE CARD - ******* *** Opened Date: 1/2/2022 Account Number: ****************Higher Credit: $2,000.00 I request that this account be removed from my credit report immediately. I have enclosed copies of my identity theft report and other supporting documents for your review.Please investigate this matter and correct the information as soon as possible. I appreciate your prompt attention to this matter and look forward to your response.

  Business Response

  Date: 08/16/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on August 9, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer)related to an Apple Card opened without authorization.
  The Bank conducted an investigation and confirmed no Bank error occurred. Based on the Banks investigation, the Bank determined the Customer is liable for the account. The Bank is unable to provide additional information related to the investigation. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on January 2, 2022. As stated in the ************************************** may report information about the account to the *************************,which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.
  The Customer did not make a payment to satisfy at least the minimum amount due by September 30, 2022. As a result, the Bank reported the account past due to the ************************** The Bank confirmed the account was closed and charged off as March 31, 2023, as a result of the Customer failing to make a payment to satisfy the amount due by September *******. The Customer paid the account in full as of August 30, 2023. The Bank confirmed the account was reported accurately to the **************************The Bank is obligated to report accurately to ************************* and is unable to remove the account from the Customers credit reporting. The Bank successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:08/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1 week ago I put $49,000 in a high yield savings account with ******************************************************************. I tried to go online to check my account and their app wouldnt let me access my account (although Ive accessed my account at least 5 times before that). I called their customer services and answered all their questions so they could ID me and they told me they couldnt authenticate me and that I would have to wait 3-7 business days for their authentication department to verify me. They have my correct phone number and said they could send me a code to verify me, but they said it wouldnt work on my phone. They have sent me a text message when I started my account and gave me a code, but they said their department couldnt do that. Im angry because I cant get access to my money and they just dont care. Ive read about others on the internet complaining about the same thing. Im outraged that they can just keep my money until they get around to giving it back to me. Theres no reason this couldnt be resolved today when I called them. I have the data from my bank showing I transferred the money to them. I also asked if they could just transfer the money back to the same bank and account it came from, but was told no. I asked to talk to someone higher than the last person I talked to and was told she was the highest at the call center and would not give me a number of anyone else to talk to. My question, can I call the police and report this as theft? I also asked if they could call my phone, since they have my number and authenticate me and was told no.

  Business Response

  Date: 08/15/2024

  BBB Response *******
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the *************** Complaint Portal on August 9, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the "Customer) related to accessing their ************** Account (OSA).
  On August 6, 2024, the Bank conducted an account maintenance review, identified security concerns regarding the Customers identity, and restricted the **** On August 8, 2024, the Customer contacted the Bank regarding their account access, but the security concerns remained. 
  On August 9, 2024, the Customer contacted the Bank regarding their account access and a Bank specialist assisted with resolving the security concerns by authenticating the Customer using alternate methods. Subsequently, the Bank specialist restored the Customers online banking access. Later that same day, the Customer requested an outgoing transfer request from their OSA to a linked account,which the Bank successfully processed.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **Complaint Summary:**On July 12, 2024, I updated my phone number in my Goldman Sachs account profile and received an email confirmation confirming the update. However, when I attempted to log into my account on July 25, 2024, I received a message that my account was locked, instructing me to contact Goldman Sachs.**Details of the Complaint:**I promptly called Goldman Sachs on July 25, 2024, only to be informed that they did not have my updated phone number on file, making it impossible to verify my identity using the new number. The representative submitted a ticket to resolve the issue, advising me it would take 5-7 days for resolution. On July 31, 2024, I called again, but was told that no information could be disclosed to me until my account was verified. Despite providing my Social Security number, address, name, phone number, and secret code, they insisted that I fill out a form and get it notarized, a process that would take several additional weeks to verify my identity. I explained that I needed immediate access to my funds but was met with no urgency or alternatives. The representative mentioned that "sometimes their system doesnt update users' phone numbers due to a system issue," but they still refused to send a verification PIN to my new number. On August 8, 2024, I called again, requested to speak with a manager, and asked if there was any other way to unlock my account. The representative said she would check, but then abruptly hung up on me.**Resolution Sought:**I am seeking an immediate resolution to unlock my account and access my funds. I also want to know why my account was locked in the first place, especially since this issue seems to stem from Goldman Sachs system not updating my phone number. It is unacceptable that I am being punished for a problem caused by their system, and I need this resolved as soon as possible.

  Business Response

  Date: 08/16/2024

  BBB Response Guan
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on August 9, 2024. The Bank appreciates the opportunity to address the concerns raised by ************* (the Customer) related to accessing their ************** Account (***).
  On July 24, 2024, the Bank received a withdrawal request to transfer funds from the Customers *** to an unlinked external account. The next day, during the transfer processing review, the Bank identified security concerns regarding the account and restricted the *** until the security concerns could be resolved. This same day, the Customer contacted the Bank regarding their *** access, but the Bank specialist did not properly resolve the security concerns, and consequently, the security concerns remained.
  On August 12, 2024, the Bank contacted the Customer and a Bank specialist assisted with resolving the security concerns by verifying the Customer using alternate methods. Subsequently, the Bank specialist restored the Customers online banking access. This same day, the Customer initiated an outgoing transfer to a linked external account, which the Bank successfully processed.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is about a savings account with **********************. there must have been a transaction that flagged my account for review. Both my and my wifes profile were locked. My wife called and was able to get her profile unlocked right away. I have been trying for a week to get mine unlocked to no avail. I keep getting the response its under review by another team. I must have made **************************************************** I cannot help. All we wanted to do was transfer more money into this account. Mind you all the deposits came from one bank. At this point I want to cancel this account and have all the funds deposited back to my original bank. They keep saying we cannot do anything until the investgation is complete. if there is such an investigation then why would they unlock my wifes profile. one person did tell me t is most likely because the cell phone is in my wifes name and not mine and that is how they verify. I just read many of the same issues and complaints many others had. This is shady business practice for a well phone financial firm. All we want to do at this time is cancel this account and have the funds moved back to my original funding source. They think it is ok to hold peoples money. They all read from a script and say the same thing over and over. this is a week now and zero help. everyone is very rude and condisending.

  Business Response

  Date: 08/15/2024

  BBB Response Vinicombe
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on August 8, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************************* (the Joint Owner) related to accessing their jointly owned ************** Account (***).
  Between July 26 and July 31, 2024, the Bank received several debits from an unlinked external account. On July 31, 2024, the Bank performed an account maintenance review, identified concerns regarding the account, and restricted the *** until the security concerns could be resolved.Later that same day, the Primary Owner and Joint Owner contacted the Bank regarding their *** access and a Bank specialist assisted in resolving the security concerns by authenticating the Primary Owner and Joint Owner.Subsequently, the Bank specialist restored the Primary Owners and Joint Owners *** access.
  On August 2, 2024, the Joint Owner contacted the Bank regarding their online access and a Bank specialist erroneously restricted the Joint Owners account. Between August 2 and August 8, 2024, the Joint Owner contacted the Bank regarding their *** access; however, the security concerns remained.
  After further review, on August 13, 2024, the Bank contacted the Joint Owner and verified the Joint Owner using alternate methods and resolved the security concerns. Subsequently, the Bank specialist restored the Joint Owners online access. Additionally, the Joint Owner advised they would like to keep the *** opened.
  Due to the experience, the Bank will be providing the Customer with a credit to the account as a token of goodwill in the next five business days.
  
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 08/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marcus Bank won't change my home address. Even after verifying for each call. See details in descripton.

  Business Response

  Date: 08/15/2024

  BBB Response *****
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on August 8, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to updating their information on their profile.
  According to Bank records, on August 2, 2024, the Customer contacted the Bank requesting to update the mailing address on their account. However, the Bank could not successfully authenticate the Customer. Subsequently, for the protection of the Customer, the Bank restricted the *** until the security concerns could be resolved.
  On August 7, 2024, the Bank contacted the Customer to address the security concerns. A Bank specialist assisted in resolving the security concerns and restored the Customers online banking access. Additionally, the Bank specialist assisted the Customer in updating their mailing address for their profile.  
  Based on the above details, the Bank kindly requests this complaint to be closed.
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Goldman Szocks GM rewards card to cancel and close my account a couple months ago. Upon doing so on the phone, the agent had said to me you might not want to do that because you have $150 reward owed to you, it should be the next statement or the statement after. I said well I didnt know that I had $100 bonus when I opened the account but I didnt know about this. They said no this is something completely different. They said this is like a reward. I had also called in and spoke to another agent who advised me the same exact thing telling me that. Oh yes, you have $150 reward coming to you. After multiple phone calls trying to figure out how to get this reward every single agent that I had spoken to was able to see that a reward for $150 was indeed owed to me. Since then, I had called in probably over 20 times in the past couple months trying to find out what I need to do and why this hasnt been applied. I have had agents make cases for this etc. still $150 reward. I found a switchboard number to the main Goldman Sachs office to try to get someone at a higher executive level to look into this because it has been now a complete waste of time. I have wasted more than $150 of my time trying to get to the bottom of this. So at this point Ive had enough. I got through to a lady at **************** through the main switchboard. She created a case, then I got an email stating they were only going to send $50.00 credit to my statement. I tried calling the switchboard multiple times since then to get the same lady and now they wont transfer me to her to get to the bottom of why they still owe me $100 and it has not been taken care of. Today operator number three told me all cases have been closed and they are offering no further investigation. I want to review all phone calls since I tried a couple months ago where they can see that agents definitely promised me that they would get me this $150 reward that they said I was owed. I am sick and tired of this!

  Business Response

  Date: 08/13/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ** Card via the Better Business Bureau (BBB) Complaint Portal on August 8, 2024. ******** appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to promotional rewards.
  
  ******** conducted an investigation and confirmed no error occurred. The Customers account qualified for a promotion which provided a $100 statement credit after spending $1000 in the first 90 days after account opening. According to the Banks records the Customer completed the required spending within the promotional period and a $100.00 statement credit was applied to the account on March 3, 2024. The rewards credit can be viewed on the billing statement generated March 16, 2024. There is no additional reward that the Customer's account qualified for. The Customer initially contacted the Bank on July 11, 2024, and was connected with the ** Rewards team in regard to the promotion. ******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. However, as a courtesy the Bank applied an additional statement credit of $50.00 to the account on August 7, 2024, to accommodate for any potential misinformation that was provided in relation to the promotion in question. The Customer received a total of $150.00 in statement credits. ******** is unable to provide any additional compensation. ******** regrets the frustrations the Customer experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22111577
  
  I am rejecting this response because:
  This information is completely incorrect, and it is an absolute lie! If they will review all their calls and listen to all the recorded messages since the first date, I started calling to try to cancel my account. Every representative had told me that I might not want to cancel my account because I have $150 statement credit to me. They told me I just needed to wait another billing cycle or two for it. So since these calls are recorded, there should be information on there that they can pull to see that these representatives all have told me this every single one that I called in and spoke to said that I had $150 reward , still owed to me. The problem is as a customer to be inconvenienced this way basically told that what I was told is untrue is completely uncalled for. They have sent me through the rigmarole for absolutely. No reason this is something they couldve fixed in house representatives are the ones telling me this so they should stand behind their problems and fix them instead of going against the customer and doing everything they can to not help.  I would never recommend this company to anyone I will absolutely make it known 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an apple credit card with Goldman Sachs. The card got locked apparently because they wanted me to change my password. They didnt email me or give me any notification and just locked the card. Ive had the card for a couple of years and always got a notification to pay it and I always paid it in full(. Never minimum payment always in full). The account was locked and I didnt even see that there was a payment due. I got a notification from the credit bearus that I have an account with late payment. Ive called Goldman Sachs and paid the card in full right away and asked them what happened and why I didnt have access to my account and why they didnt send me any emails and let me know or give me an option to pay. They apologised and reactivated the account but its still show on my credit report as late payment. I request that they remove the late payment from my report and report correctly that I always paid on time and it was an error on their end for locking my account and not giving me an option to pay and not even notifying me.

  Business Response

  Date: 08/14/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on August 8, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to credit reporting for the Apple ******************** conducted an investigation and confirmed no error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on March 16, 2021. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. The Customer did not make a payment to satisfy at least the minimum amount due by June 30, 2024, until August 8, 2024. As a result, the Bank reported the account past due to the ************************** The Bank successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. The Bank confirmed the account was reported accurately to the **************************** The Bank is obligated to report accurately to *************************** and is unable to update the Customers credit reporting.
  On June 24, ******************************************** the amount of $29.90 which the Bank declined due to security concerns, subsequently restricting the account until concerns could be cleared. The Bank unsuccessfully attempted to contact the Customer on June 28, 2024 in an effort to clear the concerns. The Customer contacted the Bank on August 8, 2024 wherein concerns were cleared and the restriction was removed. The Bank confirmed Statement and Payment Due Reminders were sent to the email address provided by the Customer.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22110894
  
  I am rejecting this response because:
  Goldman Sachs never sent me any email or payment reminders in June or July. The didnt even let me know my account was locked . Please provide proof that you sent me any emails or try to contact me since I didnt received anything. Ive always paid my account in full on time. Why would I not pay it at all all of a sudden? All my payments were always in full not minimum payment. Please remove from my credit report because its not ok, I dont have any missed/late payments with any of my creditors because I dont miss payments. Please remove 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account with Marcus by Goldman Sachs in 2021 and have happily used this account since until recently. I have successfully made transfers between my externally linked checking/savings account and ********************. Last week, I tried to make a payment from Marcus to my wedding catering company to pay a deposit. This was an honest mistake on my end as Marcus only allows transfers to externally linked accounts (my primary bank checking and savings). The payment was reversed and my account was locked since 7/31/24. Ive talked to numerous customer support **** at ******************** to unlock my account. Ive given them my full name, address, last 4 digits of SSN, date of birth, and secret passcode. They said they couldnt verify me or send a one time pin to my primary number (cell) because its inactive. This is false. Every time I log into Marcus I always get a one time pin and successfully log in. Another *** asked me 4 verification questions, which I answered correctly. They proceeded to say they still couldnt verify me. I escalated this to a supervisor who told me an affidavit of identity would need to be completed. This will take days and I do not have time for this extensive verification process that should have been completed already as I provided accurate information. I am frustrated by this process and need to get this rectified as I have a payment due for my wedding. Please help escalate this to management at Marcus so I can have my account and funds back.

  Business Response

  Date: 08/14/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on August 7, 2024. The Bank appreciates the opportunity to address the concerns raised by ************* (the Customer) related to accessing their ************** Account (OSA).
  On July 29, 2024, the Bank received a withdrawal request to an external account from the Customers OSA. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted to unsuccessfully to contact the Customer. Consequently, the Bank declined the transfer and restricted the Customers OSA.
  On July 31, 2024, the Customer contacted the Bank regarding their account access and the declined transfer. However, the Bank could not successfully authenticate the Customer and the security concerns remained. As an alternative verification method, the Bank requested the Customer to complete an Affidavit of Identity to resolve security concerns, which the Bank received on August 12, 2024.
  Later that same day, the Bank approved the documentation and restored the Customers online banking access.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:08/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I opened a Certificate of Deposit at Marcus Goldman. The ** was to mature July 27th, 2024. I provided instructions that on the maturity date the ** was to be closed and the monies sent to my checking account which is listed as an external account. This external account was used before and since with no problem. On August 1, i called the bank and to inquire what was happening and they told me there was a failure on their part and someone from a division that they could not name and not allow me to speak to would be in touch with me in 1-2 business days. It is August 6th, no one has called and they still have not resolved the situation.

  Business Response

  Date: 08/14/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on August 7, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to closing their Certificate of Deposit (CD).
  On June 30, 2024, the Customer provided the Bank with Early Instructions to close their CD at maturity and transfer the funds to a linked account. Unfortunately, a bank error impacted the Banks ability to process the Customers request to close their CD at maturity on July 27, 2024.
  On August 2, 2024, the Customer contacted the Bank regarding their CD not being closed as instructed, and a Bank specialist opened an investigation into the request. During this time, the Customer requested the Early Withdrawal Penalty (***) be waived to close their CD as it had automatically renewed. The Bank completed its investigation on August 13, 2024 and approved the Customers request to waive the *** and close the *** Subsequently, the Bank contacted the Customer and assisted with closing their CD and transferring the funds to a linked account.
  Based on the above details, the Bank kindly requests this complaint to be closed.